French bakery and café brand Paul UK, has partnered with customer feedback and online reputation specialist, Feed It Back, to help support and develop customer experience as the brand continues to expand its estate.
According to the group, the partnership represents Feed It Back’s “continued focus” on supporting café and grab and go businesses, by providing them with tracking and analysis of customer experience, in a sector which typically has less customer touchpoints than the restaurant and bar industry.
The agreement will see Paul UK implement the full suite of Feed It Back services, giving the brand access to customer insights, through surveys, review platforms and social posts, as well as access to its guest engagement platform.
Feed It Back will replace Paul UK’s existing feedback provider and its services will be rolled out across PAUL’s 37 sites in the UK.
Gary Cowles, operations director at Paul UK said: “Quality and consistency are two things we strive to deliver to all customers every time they visit us. There is a lot of choice on the high street, and this new partnership will give us immediate insight into how our customers truly feel, so that we can remain ahead of the curve, adapt, and improve our overall customer experience.
“Technology is a key tool that we’re utilising to drive operational efficiencies and decision making as we expand, and I’m confident Feed It Back is the right partner to help us on this journey.”
Carlo Platia, CEO of Feed It Back, added: “Paul UK is a fantastic, thriving business and a great example of a quality high street operator. Whether you’re a pub, restaurant, grab and go, or café operator, actively tracking and acting on customer feedback has never been more important. We’re very much looking forward to working closely with the Paul UK team and providing them with insight that will propel their business forward.”